Yesterday I flew through ORD with my disabled mother. She has mobility issues, is deaf and travels with a assitance animal. The FA on the flight into ORD tried to request a cart, but was told there are _NO_ carts in ORD anymore. When we arrived in ORD, there was a wheel chair waiting as requested, but no one to help push it. After waiting a few minutes and asking for help, we had to give up and walk from G16 -> K18. While walking we were passed by 2 electric carts carrying people.

When we finally got to the gate, they were paging us to pre-board, we asked about the carts and were told they were for "premium and vip passengers only" these passengers were explained as "movie stars" and the like.

Once on the plane, I had a discussion with the local issue resolution supervisor who also re-stated the "premium and vip" only rule.

I contacted special services and customer support and reported all of these issues. Most of them were already attached the the RL by the people at ORD. Everyone seems flaberghasted by this other then the local gate agents and the supervisor at ORD. I hope to get a response from AA soon on this issue as it's very distressing that had my mom been traveling alone, she could have been stranded at the airport.

I know how you feel, my earlier post showed that AA seem to consider disabled passengers an inconvenience, despite the words they might post on their website. If what you say about carts is true, its totally outrageous.
Let us know AA's response.

Interesting. It's the exact opposite of what happened to us in Atlanta when we had to change flights on Delta. They deboarded my husband by wheelchair and then dumped him out of it and required him to get on an electric cart (which, by the way, was almost impossible for him to get into without excruciating pain.) They then dumped him off the electric cart at the outgoing gate where it took pleading, threats and a full blown hissy fit on my part to get him another wheelchair so he could be boarded.

Different airlines, different airports. Different policies? Apparently.

I know how you feel, my earlier post showed that AA seem to consider disabled passengers an inconvenience, despite the words they might post on their website. If what you say about carts is true, its totally outrageous.
Let us know AA's response.

If you check out this post http://www.flyertalk.com/forum/showpost.php?p=3245559&postcount=11 you will see a note from a EXP saying that they had been picked up by a cart and moved to their gate in late Sep. This along with direct quotes that I have from the local ORD staff about "vip" passengers make it all pretty clear in my mind.

I will certainly update everyone on this situation as I get more info. It is truly unacceptable to tell disabled pax that there are no carts, then use them to move elites.

This is why I think airlines should stop using carts entirely. They aren't there for disabled people who can use them, and they force disabled people to use them who can't! Grrr....

The rule should be this:

If you need a wheelchair, there will be a wheelchair and someone to push it.

If you don't need a wheelchair, WALK.

A true VIP will charter a plane.

If you need a wheelchair, there will be a wheelchair and someone to push it.

If you don't need a wheelchair, WALK.


I am in complete agreement here. When I was told there were no carts, I did not have an issue. The VIP carts, are a big problem.

Part of the learning process I am going through is learning what I need to tell special services. One of my first notes is that putting a person with a service animal in the aisle of the 3 seat side of a ex-twa MD80 means they get hit by bags and their animal may get stepped on since there is no bulkhead wall.

I just talked to the coporate office and was told the same information re: the carts. They are used for VIP customers to show appreciation for their business and not for anyone who is disabled or who may need assistance moving through the terminal. On the other hand, wheelchair service is provided normally (just not in our case).

My mother had a similar issue at ORD, although I do not know which airline she was travelling that day.

She had to push the wheelchair, and as they moved down the concourse, they noticed the carts gathered off to the side, and the cart drivers laughing among themselves and chatting.

She asked for a cart from an airport employee at that point and was refused.

Is this an ORD problem, or a problem of a specific airline? They now avoid ORD because of this.

Is this an ORD problem, or a problem of a specific airline? They now avoid ORD because of this.

It's atleast in this case, specific to AA as they are the ones who are telling me that carts are not provided to anyone other then VIP's. I guess my mom will have to avoid ORD too. I need to look into carriers who provide better service to those in need. The problem is, I thought AA would be fine based on how special services treated us..

Interesting. FlyingPenguin and I used the big transporters in ORD some years ago for transferring from one UA terminal to another. It's much quicker than walking, and much easier not having to push a wheelchair that far.

In more recent times, we've seen them sitting around unused. We've asked for one and been refused. One UA agent said they are only used for transporting groups of people. On that basis, it does seem to be ORD-specific. They have a good means of transport available for disabled people and they are refusing to let such people use it, though the excuse differs from airline to airline.

We now have three similar data points, which is probably enough to justify a complaint to the airport authority.

I have been picked up by the cart at ORD since I travel with AA quite a lot. I don't know if that makes me a VIP, but it's hard to turn down someone who is waiting for you as you deplane without even asking for a ride to the club.

The last time I was picked up, I came into one of the L gates and my connection was in H/K. We stopped and gave a ride to an elderly couple who, though not disabled, definitely appreciated the lift.

They even forced the driver to accept a gratuity, which embarassed him a great deal. Most of the other cart drivers I've seen have no qualms at all about accepting tips.

It's atleast in this case, specific to AA as they are the ones who are telling me that carts are not provided to anyone other then VIP's. I guess my mom will have to avoid ORD too. I need to look into carriers who provide better service to those in need. The problem is, I thought AA would be fine based on how special services treated us..

Ive just come back from PHX via DFW to LGW on AA with my disabled father and i have to say the attention received from the ground staff at Dallas was excellent. We were looked after from the seat on one plane to the seat on the other, including on the way out being taken through immigration and security.
Carts were available including a cart onto which the wheelchair can be directly loaded.
My expectations were exceeded at all 3 airports used.